Returns, Refunds and Faulty fabric
All the fabric is printed to order so we cannot offer a refund after you have paid for the fabric unless it is faulty. Please check your fabric for faults before you cut.
In the unlikely event you come across a fault, please take a photo of the fault and send us a photo. Depending on the fault we may ask to have the fabric or wallpaper collected so the printers can inspect the problem. The faulty fabric or wallpaper will need to be returned back to us or the printer before we can send out a replacement.
Please note there is a difference between a printing problem and a problem with the base cloth, please see below about the base cloth.
PLEASE NOTE: if the fabric has been cut or made up we cannot offer any refunds.
If you are sending fabric direct to a curtain maker please make sure they have checked they have the correct fabric. If you arrange to have fabric sent to a third party without checking it yourself first, it is at your own risk. Please ask them to check the fabric on arrival.
If you have any problems with the fabric you need to inform us of the problem straight away. We have a strict 28 day policy. We advise that you check or ask you curtain maker, decorator to check the fabric or wallpaper on arrival for faults even if they will not be using the products for a few weeks.
We cannot give refunds once the fabric has been paid for.
Once the fabric has been ordered it will be sent to the printers and we cannot stop the order. You are buying a bespoke fabric which is created to your specifications.
If you are ordering fabric and you are using a sample which is a few months old to base your purchase on. We advise you to obtain a more recent sample of the printed fabric because the colour of the base cloth can change slightly depending on the batches from the printing house, this can sometimes affect the end colours. If you ordered a sample a few weeks previously it is a good idea to order another sample nearer to the time of ordering. The printers will endeavour to ensure there is a minimal colour variation between batches of printing, however there are circumstances beyond that may cause differences when re-ordering. There may be some colour variation between batches of printing due to the natural characteristics of the materials used. If you are making curtains and you have not ordered enough fabric for your drops, you need to let us know as soon as possible if you want to order more fabric. We cannot guarantee that the base cloth will be the exact shade you bought a month previously. If you check your fabric as soon as it arrives we will be able to help you and you are less likely to have this problem. If you contact us after a few months it may be difficult to obtain the same base cloth colour. We can help you but we would need you to send us a small piece of the fabric so the printers can find the correct colour base cloth. The printers do hold a small stock of past base cloths for this reason.
Any irregularities and variations in the weave of the fabrics are in no way to be considered as defects. They are a characteristic of the natural fibre. You might find a very small thread missing or a darker coloured thread which might be a few inches long running through the weave. You might find a thicker thread running through the weave. The printers do check all the fabric for any defects and informs us if they find any. It is very unlikely you will find a problem with the weave of the base cloth. All the base cloths are sourced for their excellent quality and handling.
The shade of the fabric may vary from roll to roll and is a circumstance beyond our control, so please ensure you order enough fabric to meet your needs.
Please take into account shrinkage when ordering your fabric quantities, the fabric will shrink 1cm per metre this will be 10cm per 10m ordered. You will need to take this into consideration when ordering the quantity you will need. We cannot do anything about the above, the printer will start with a metre but fabric shrinks when wet ink is applied. Your order is printed to order and is not taken off a roll, you will have the same problem from any digitally printed fabric. The printers we use are the best in the UK and there are lots of other designers who use them, we cannot help this problem except be as transparent as possible. You need to check your quantities and order enough fabric for your project.
You can only use our fabric for light/occasional use upholstery. The fabric is digitally printed and is dry clean only, you cannot wipe it with a damp cloth. Do not use the fabric for upholstery if the item comes in contact with food, pets or young children. We cannot guarantee any fabric which has been used on heavy/everyday use furniture.
www.charlottegaisford.co.uk is a site operated by Charlotte Gaisford Ltd
We are registered in United Kingdom under company number 9312086 and with our registered office at Woodhall Cottage, Barrasford, Hexham, Northumberland, NE48 4DB
Our main trading address is Woodhall Cottage, Barrasford, Hexham, Northumberland, NE48 4DB
Invoice and Shipping
When you are emailed an invoice PLEASE CHECK you have the correct
Fabric colour and quantity, pattern and delivery address
Wallpaper colour and quantity, pattern and delviery address
CORRECT DELIVERY ADDRESS
If you are sending to a third party and you have not checked the delivery address we are not responsible for re-shipping the order.
When the invoice has been paid we presume all the information is correct and we will continue to order and ship using the information provided on the invoice.
It is a good idea to check your invoice before paying because we can make a mistake from taking your order and sending you the invoice.
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